Mercari Customer Service Issues

I purchased a pair of Jordan shoes in size 5 that are blue, orange, white, and black. When I inquired about their condition, the seller assured me they were brand new, but upon receiving them, I discovered they were used and had a strong cigarette odor. Despite the seller's response that they were not new, they claimed they were in good condition. The discrepancy is frustrating as the shoes were not as described. I have evidence through pictures and messages that prove the seller misrepresented the product. I believe I deserve a refund for this misleading transaction. Mercari username: Miracle Royalty

Hello, I recently purchased a Police badge that was advertised as authentic, retired, and defunct. The listing photos seemed accurate, but upon receiving it, the badge appeared brand new without any scuffs or scratches, making me question if it is a reproduction. After reaching out to the seller via email with some inquiries, I did not receive a response. The three-day timeframe for authentication was not sufficient, and I was hoping for clarification from the seller. I have already left a seller rating today, 10-4-19, to ensure it was within the timeframe. If you can provide any assistance, I would appreciate it. Thank you. Sincerely, K.Snyder

I recently received a counterfeit item that was falsely advertised as silk, but it turned out to be [redacted]% polyester. Due to being affected by a hurricane, I couldn't return it within the given time frame. Customer service informed me that my case was escalated, but I haven't heard back yet. I feel deceived by the seller and I'm eager to have this matter resolved to restore my trust in the site's quality control.

I contacted Mercari today on 10/4/19, and the representative informed me that the Mercari "Returns" department will be reaching out to me via email. However, I want to clarify that I do not intend to return the item if it is accurately represented as the seller described. I attempted to communicate with the seller on Mercari from whom I purchased the Police badge, but I have not received a response. I have specific inquiries for the seller regarding the age, authenticity, and history of this badge, as well as where they obtained it, as it does not match the online listing description for a retired Detroit Police Official badge in person. Thank you!

I am a Mercari seller who recently sold a cuff bracelet made of .[redacted] sterling silver with an inlay design from reputable artisans. The customer claims to have had the silver tested and was told it's a "cheap Chinese piece," which contradicts the item's quality. I value customer satisfaction and aim to address this issue despite the sale being final. To prevent similar incidents, I now provide certifications for new pieces. I would appreciate any advice on handling this situation to ensure customer happiness. Thank you for your help. Best, Ashley

Hello, I recently discussed a situation with two representatives regarding a buyer claiming a strong plastic smell in a handbag, the "Brahmin Candy Apple Noelle." I have posted pictures clearly showing the item was wrapped in plastic. According to Mercari's policy, items cannot be returned due to odor. However, the buyer changed categories to process the return. The item is in perfect condition, but despite speaking with two representatives who explained the policy, a return was approved. There are now notes on the account, and I wish to contest the buyer's return.

I had two orders and was able to combine shipping for the same low price, even though the customer paid for shipping separately. I sent both items in one package and have an extra unused prepaid label. Can I get a refund for the second label? It was supposed to be free shipping, but now it cost me $2.99. I also want to make sure Mercari is aware that both items were shipped together.

I have been using the Mercari app for a few months now without any issues. Today, however, I encountered a problem. While I can still browse through listings on Mercari, I am unable to view my own profile. I noticed that my balance, which was $38.00 yesterday and not yet transferred, now shows as $0.00. Additionally, it appears that I have lost all my followers overnight. I am worried about potentially losing the money I had earned due to this glitch. Can anyone provide assistance with resolving this issue on the app?

Hello, I recently purchased a costume that was advertised as brand new and never worn, but unfortunately, it arrived without the gloves and with the shoes in poor condition. The material on the shoes was falling off due to dry rot. I tried to contact the company through their website, but I couldn't find a direct way to reach them. I have left a review for the seller and sent them a message regarding the issue with the product.

Hello, I recently made a purchase on Mercari. After receiving my order, I was surprised to receive an email instructing me to rate the seller so they could get paid. I was taken aback by the request to enter my email and password as I never created an account, just made a purchase. This process of having to leave feedback for the seller to receive payment seems unnecessary to me. In comparison, many eBay sellers do not require feedback for payment. I sympathize with Mercari sellers who seem reliant on buyer feedback for payment. The inconvenience has left me hesitant to continue shopping on your platform. If I do choose to make future purchases, I hope that payment to the seller is not dependent on buyer feedback. Your website could benefit from improved accessibility to contact support. It took some effort to locate this messaging option after resorting to a web search. While your mission is stated as making selling easier than buying, my experience suggests the opposite. Mercari may want to reconsider its approach to facilitate smoother transactions for buyers and sellers alike. Thank you.

I bought an item and gave the seller a positive rating before inspecting it thoroughly. The dress has significant alterations in the shoulders and waist, poorly done, and there is damage as well. It was not disclosed in the listing or during our conversations. I am disappointed and upset as I needed this gown for an upcoming ball. Now, with such short notice, I have to find another dress. I have evidence of the issues.

As a new Mercari seller, I have come across information online about potential scams buyers may try to pull on sellers. I recently sold an item to a user with no transaction history, and their communication is making me uneasy. To safeguard myself from possible fraud, I have taken precautions such as recording the packing process, capturing various angles of the item, and including details like the name, address, and tracking number in a video. I am wondering if these steps will be adequate protection against scammers.

I purchased a "vintage" lunch box and was extremely disappointed. It was nothing like the pictures shown by the seller. The item was rusted, broken, and filled with actual trash. I'm requesting a refund as the quality was not even worth $3 at a yard sale. This was intended as a gift, and the recipient was shocked by its condition. When contacted, the seller continued to insist that it was as advertised, which is unacceptable. It's disheartening to encounter such dishonesty on this platform, especially for those of us seeking authentic transactions.

I purchased a Rae Dunn pink Survivor mug today at 4:36 pm from my cart. After entering my information, a Sold sign appeared alongside details about my email already being on file, but no confirmation of my order. The mug was $34.00 with free shipping, and it was my first time using Mercari. I then attempted to order another Rae Dunn mug listed on Mercari at 4:39 pm for $18.00 plus $6.50 shipping, encountering the same issue. Unable to proceed past entering my email and username, I closed the app assuming the orders were not placed. Upon checking my email later, I found confirmations for both orders. Despite attempting to contact a consultant by phone and being disconnected, I do not wish to receive two mugs and cannot find a way to cancel one of the orders. I would appreciate guidance on how to resolve this situation as it's unfortunate that I did not receive immediate order confirmation as I have in the past.

Hello, I recently received an email mentioning that my ID verification failed due to an address mismatch. I'm waiting to get a new ID with the correct address as my wallet was stolen. In the meantime, could I provide other documents like mail addressed to me at my home to prove my address? Your guidance on how to proceed with the verification process would be greatly appreciated. Thank you, Taryn

I received one warning, then a final warning regarding a Blu-ray I listed without any inquiries. They deleted all my auctions. I request them to reinstate my listings and refund the fee they took. I have sold items for a while without issues like this. I contacted the number provided, but it just mentions their hours and disconnects.

I recently purchased what I believed to be a lovely new long blonde wig, but was incredibly disappointed with what I received. The wig was tangled, covered in glue, had a foul smell, and was black instead of blonde. It bore no resemblance to the advertised photos or description. I attempted to request a return, but the seller's new policy now requires their approval for returns. The seller seems to be avoiding taking back this clearly faulty and used wig. As a struggling mother dealing with medical bills for my premature baby, being scammed for over $20 is distressing. I'm upset and just want to return this item and get a refund. Your assistance would be greatly appreciated. Thank you.

Hello! I recently sold Levi Jeans and used the shipping label provided by Mercari. However, the item's weight exceeded 1 lb. when I went to the post office. As a result, I had to purchase a new shipping label for the correct weight, costing me $10. The status on my account indicates that the label has been printed but not yet sent, despite me shipping the item at 2pm EST. I have already informed the buyer of the new tracking number. I am unsure how my payment will be affected due to this situation. Any assistance would be greatly appreciated. Thank you, Lidia

Hello, I am Janelle Burton. I began the process of buying a pair of house shoes on Mercari but realized they were not the ones I wanted. I contacted the seller to cancel the order, and she apologized for not seeing my message before shipping it out. She advised me to return the item once I received it. I am now seeking guidance on the step-by-step process to return the item in this scenario. Thank you.

I shipped the package using USPS with the buyer's provided address. I didn't realize the pre-generated label had a tracking number. When I shipped it, I manually wrote her address on the box and requested a tracking number. The tracking number I have doesn't match the one associated with our sale on your site. I've already sent the package, but I can't figure out how to change the tracking number on the transaction. I'm worried the buyer may receive it, and I won't receive payment for the item. Please assist promptly.